When selecting a CRM system, business leaders should look for the following key features: - Contact Management: Centralized storage of customer contact information. - Sales Management: Tools for tracking sales activities and managing the sales pipeline. - Marketing Automation: Features for automating marketing campaigns and tracking their effectiveness. - Customer Support: Integration of customer support functionalities to manage service requests and tickets. - Reporting and Analytics: Advanced reporting and analytics capabilities for data-driven decision-making. - Mobile Access: Accessibility from mobile devices to ensure that teams can access information on the go.